Government Customer Innovation Week 2019

Government Customer Innovation Week 2019

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Government Customer Innovation Week 2019

Days
Hours
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  • First-In Rate: Book now to save $200
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  • Hours
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19 - 22 November, 2019 Canberra

Top-Down Approaches to Transform Customer Experiences

It is difficult to work in an environment that is not at the cutting edge of service delivery. If you’re not at the cutting edge, you get customer frustration, increase in customer contact and stress.

Over four days, you will be exposed to the best of the best in customer innovation and experience. Each day will explore a key theme of service innovation, customer experience, frontline service delivery and public sector leadership, delivering you leading case studies and hands-on masterclasses that will empower you with the knowledge to become a leader of innovation.

You will walk away knowing what success looks like, knowing how to implement the best of technology and, most of all, that ball of stress will be lifted off your shoulders.

At Government Customer Innovation Week you’ll learn how to:

Innovate services through customer-centric policy design


Drive a whole-of-organisation customer-centric approach to create seamless customer journeys


Transform customer services through digitalisation


Optimise frontline service delivery through automation and self-service platforms


Collaborate across agencies to deliver seamless customer journeys through


Enhance customer trust in government services

 

Delivered Across 4 Themed Days – The Choice is Yours!

The Government Customer Innovation Week is broken up into 4 themed days, and ticketing options allow you to choose the days that suit you best. So, you can hone in deeply on one area, or attend multiple days for a complete view of CX innovation. End-of-day masterclasses ensure you get the most from the day’s sessions.

Key Speakers

Mukul Agrawal
Chief Citizen Experience Officer
Department of Human Services
Nicole Sheffield
Executive General Manager, Community and Consumer
Australia Post
Dr Ian Oppermann
NSW Chief Data Scientist and CEO
NSW Data Analytics Centre
Kelly Ralston
Chief Client Officer
Austrade

Agenda

Day 1: Policy Design, 19th November

Day 2: Customer Experience, 20th December

Day 3: Front-line Service Delivery, 21st November

Day 4: Public Sector Leadership Summit, 22nd November

Benefits

  • Innovate services through customer-centric policy design
  • Drive a whole-of-organisation customer-centric approach to create seamless customer journeys
  • Transform customer services through digitalisation
  • Optimise frontline service delivery through automation and self-service platforms
  • Collaborate across agencies to deliver seamless customer journeys
  • Enhance customer trust in government services

Who Should Attend

  • Chief Customer Officers
  • Chief Innovation Officer
  • Assistant Secretary Policy
  • Directors of Customer Service
  • Director of Customer Experience

Speaker Line-up

Prashant Bakshi
Chief Customer Officer
New Zealand Qualifications and Authority
Jayne Russell
Group General Manager, Client Service Delivery
Ministry of Social Development NZ
Amanda Cattermole
Deputy Secretary, Heath and Aged Care
Department of Human Services
Mukul Agrawal
Chief Citizen Experience Officer
Department of Human Services
Kate Dalton
General Manager, Customer Relationship
Bureau of Meteorology
Kate Fowler
Assistant Commissioner, External Service Delivery and Strategy
Australian Taxation Office
Kelly Ralston
Chief Client Officer
Austrade
Nicole Sheffield
Executive General Manager, Community and Consumer
Australia Post
Leisa Bacon
Director Audiences
ABC
Peter Jamieson
Chief Customer Officer
Commonwealth Superannuation Corporation
Kevin Cocks
Executive General Manager, Accessible Transport Networks
Department of Transport and Main Roads Queensland
Julie Salsbury
Executive Director, Customer Experience
Department of Transport and Main Roads Queensland
Dr Ian Oppermann
NSW Chief Data Scientist and CEO
NSW Data Analytics Centre
Stephanie Salter
Director Future Transport Digital Accelerator
Transport for NSW
Lois Boswell
Deputy Chief Executive
Department of Human Services SA
Joan Brierly
Acting General Manager Driver and Vehicle Services
Department of Transport WA
Joelene Schembri
Manager, Customer Relations
City of Melbourne
Nick Condon
Head of Digital Citizen Services
Department of Premier and Cabinet South Australia
Russell Murphy
Strategy and Performance Manager
Service NSW
Todd Gorsuch
CEO
Customer Science
Andrew Carlton
Director
Virtual CX

Past Testimonials

  • Government Customer Service 2018 Attendee

Strategic, innovative and knowledgeable. Interesting case studies that are totally relevant to customer satisfaction and how technology can improve this & reduce costs.

  • Government Contact Centre 2018 Attendee

Best conference I've been to. The format worked really well.

  • Government Contact Centre 2018 Attendee
  • Southern Downs Regional Council

Tied everything together really well. I really enjoyed the relevance as I am looking to implement a digitisation strategy in my work environment.

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